The Capacity Crunch: Benchmarking Delivery Models and Capacity Across HR, IT, and Finance
Support functions, such as human resources (HR), information technology (IT), and finance, are operating near capacity. This constrains organizations’ ability to transform, grow, or disrupt without compromising their services or production.
Staff ratios for HR, IT, and finance remain consistent across Canadian organizations. But are large organizations able to produce at scale? Do more-efficient operating models help them overcome workforce shortages? Or do these models introduce the type of structural complexity that calls for reliance on specialized systems and coordination across roles?
Key findings
New demands for human resources, information technology, and finance
Delivery models across support functions
Organizational context
Support function staffing ratios
Perceived capacity
Actionable insights
Appendix A: Methodology
Appendix B: Support functions and their processes
Appendix C: Respondents’ profiles
Appendix D: Participating organizations
Appendix E: Bibliography
